Our digital strategy

We’re committed to improving how our residents, businesses, and communities engage with us. Our digital strategy focuses on delivering better, more accessible, and efficient services and making sure no one is left behind in the digital era.

We are aware that while moving services online has helped many people, it has also created challenges for some, making it harder for them to access services. Our digital strategy also highlights our efforts to make sure digital inclusion and outlines the support available to residents.

Improving services for everyone

Our improvements aim to
  • make services accessible for all so our residents and businesses can thrive in the digital era
  • make it easier for you to interact with us by simplifying processes and removing unnecessary complexity
  • improve our response times by providing quicker updates and ensuring greater transparency
  • use secure data to personalise services, meeting your individual needs and eliminating repetitive processes
  • making it easier to interact with us online 24/7, while prioritising resources for those who need in person support.

Our recent achievements
  • we’ve improved phone support to help residents get the assistance they need, leading to fewer complaints and escalations
  • implemented a new Customer Management System to make working with us easier, providing a more personalised experience, clear updates, and proactive support. This system will enable a single joined up council for our staff, residents, and businesses to provide a more holistic customer experience 
  • worked with residents and staff to create new customer service standards and training, ensuring services reflect what matters most to residents
  • made our website easier to use and accessible, which has been externally assessed for compliance
  • improved our website, making it the primary way for residents to contact us or find information, increasing satisfaction and usage
  • used data to address common frustrations in Council Tax and customer service, leading to more online completions, shorter phone wait times, and fewer escalations
  • reprovisioned our face-to-face customer service team in Colindale to focus on advocacy and helping people with digital services, offering appointments in libraries when needed
  • launched new staff training and an internal engagement programme to improve customer service
  • moved our service hub into the main customer service team, improving processes, reducing complaints, and cutting wait times
  • improved systems and processes in waste collection and other services, reducing unnecessary calls, increasing online transactions and cutting missed bin reports
  • introduced live British Sign Language (BSL) support for deaf and hard-of-hearing residents
  • launched ReciteMe accessibility toolbar to improve web experience for our visually impaired residents, ensuring better access to our digital content
  • launched an intelligent chat functionality to the website to improve access to services
  • completed a further review to ensure all residents have equal access to support

What's coming next?
  • a new contact centre solution improving our phone support
  • ongoing website improvements and upgrades to improve usability and accessibility
  • ‘Data Lake’ a holistic view of resident, business and staff connecting our people, place, and the communities by using integrated technologies and securely managing data in a unified way
  • developing predictive analytics and tools to support the council identify residents in greater need earlier, allowing resources and support to be provided sooner to prevent issues
  • build data layers that provide a more holistic view of services (a ‘golden record’) to drive insights, support innovation, and explore new connections between services.
  • provide a more modern technology that is responsive to agile design and development to meet the needs of those using the technology and their changing priorities
  • utilise automation to cut out unnecessary waste and bureaucracy in processes to ensure our services are accessible, simple to use and respond to residents in a timely and proactive manner
  • increase transparency for residents and staff, providing clearer next steps and expectations

Our Digital inclusion programme

Digital inclusion is a priority for us, supporting residents, businesses and the local economy through technology and investment. The Digital Inclusion Programme focuses on making sure everyone, especially those facing barriers, benefits from digital technology. Here’s an update on the support available for our residents and communities:

  • helping those without digital skills, confidence, or access to technology, which can limit opportunities in health, education, and employment.
  • a digital inclusion network has been established bringing together services, partners, and community groups to share best practices and raise awareness
  • frontline teams such as BOOST, libraries, Barnet Homes, customer service and adults’ teams are helping residents, businesses, and communities get online. Digital champions are also being trained to assist residents
  • working with our technology partners such as Microsoft, Capita, Community Fibre, and others secure funding and support for training, skills programmes, re-purposing laptops and increasing connectivity to the community
  • collaborating with pan London and national bodies, such as the London Office of Technology (LOTI), Local Government Association (LGA), West London Alliance (WLA) and Society of Innovation and technology (SOCITM) to maximise resources and improve digital access for all.

Key projects

  • Improving digital skills and confidence

BOOST "Make It Click" sessions underway. A new face-to-face customer service team has been set up in partnership with libraries for enhanced digital support.

  • Ensuring council services are accessible to all

We've improved accessibility with British Sign Language (BSL) Live, the ReciteMe toolbar, website improvements, and a new centralised portal for accessibility resources and support.

  • Improving digital connectivity

We've rolled out Gigabit Broadband, ensuring all council properties are now fully connected.

  • Providing devices to support residents

Over 400 laptops have been distributed to residents. Additional device rollouts planned for community centres and residents.

  • Providing jobs and employment support

BOOST continues to offer digital employment support to jobseekers. Community Fibre has recruited local residents during the broadband roll-out.

  • Identifying digitally excluded residents

Development of LOTI Pan-London digital inclusion map and personas. £150k allocated to support VCS groups via Barnet Community Innovation Fund.

  • Communications and impact measures

Development of a comprehensive communications plan, linking engagement initiatives and assessing key impact metrics.

How to get Involved

Your input is key to the success of our digital strategy. Here’s how you can help:

Together, we can build a better and a more connected community.